Legacy Warranty (December 2020 - November 2022)Updated 8 months ago
Our warranty coverage is split into two different components and depending on the scooter:
12-month limited warranty coverage against manufacturing defects
24-month Apollo protection plan for wear and tear
Together, the limited warranty and our protection plan ensure owning a scooter is a smooth and easy process. In the odd event that issues do occur, we designed these policies to be generous and support our customers in getting the necessary help as quickly as possible. Please read on for further details.
The following are covered under 12 month warranty :
- Apollo Air (all variants), Light, City, Explore, Ghost, Pro (all variants), Phantom(all variants), Ultra
- Mercane WideWheel 2020
The following are covered under the 24-month Apollo protection plan:
- Apollo Air (all variants), Light, City, Explore, Ghost, Pro (all variants), Phantom, Ultra
Note: The Mercane WideWheel is not covered under the 24 month Apollo protection plan, but by the 12 month warranty.
12 Month Limited Warranty
Warranty Scope & Eligibility
All Apollo Scooters (“scooters”), are covered with a limited warranty against manufacturing defects for a period of one year (12 months), starting on the day the scooter is received by the customer. This limited warranty coverage is only applicable in the following conditions:
Only the original purchaser (name listed on the shipping address) is entitled to the limited warranty coverage which commences on the day the scooter is received by the customer. The warranty period is terminated on the first day of the second year of ownership, or when the scooter is resold or transferred to another individual (warranty is by no means transferable under any circumstances).
The limited warranty is only applicable to the list of covered components, which includes the following:
- Lithium ion battery
- Scooter stem
- LED lights
- Motor and motor hub
- LCD display and wiring
The warranty is applicable for the following components only if defects are reported within the first 30 days or 10KM of use (whichever comes first):
- Brake callipers
- Brake discs
If the defect is not reported within this period, the components will not be covered by warranty. Instead, customers will need to purchase spare parts from the website and will be required to cover any associated shipping expenses.
Any defect report must include an image or video, proving the existence of the defect. When a defective component is reported and the Apollo engineering team validates the existence of the defect, Apollo will, in its sole discretion, either:
- Repair the defective component at an Apollo service centre (labour included)
- Replace the defective component with a new component (free shipping and part included)
IT REMAINS THE SOLE DISCRETION OF THE APOLLO ENGINEERING TEAM TO DETERMINE WHETHER THE CORE COMPONENT OR SCOOTER ARE DEFECTIVE AND IF THEY ARE COVERED BY THE LIMITED WARRANTY.
Limited Warranty does not cover the following:
Normal wear and tear of any covered component
The cost or shipping of another scooter box (owners responsibility to keep the original box or purchase a new box if needed due to replacement or repair)
Damage or defects caused by negligence, improper assembly, modifications, accidents, misuse, improper tools, acts of god, failure to follow user manual/set up guides, water damage, improper cleaning solutions, improper maintenance (storage during winter for example), extreme/stunt driving, commercial use, unauthorized accessories, upgrades not sold by Apollo
Accessories or upgrades
Screws, loss of screws, stripped screws due to over forcing
Battery failures due to water damage, improper charging, power surges, after market chargers or lack of proper winter storage (75% battery capacity in room temperature)
Unauthorized service centre repairs or parts will not be covered if damage, failure or loss occurs
Any refunds or incurred costs such as Uber rides, public transportation, loss of time, consequential, special, punitive or incidental loss, damage to personal property
Any product rusting, blemishes, loss of colour due to sun exposure over time of usage
Any orders that have received a chargeback and that are currently under investigation (until the resolution is solved, warranty will be voided)
Additionally, please note that any forms of harassment or aggression towards Apollo staff or Apollo certified technicians will not be tolerated and may result in your warranty being voided.
APOLLO WILL NOT PROCEED WITH ASSISTANCE UNDER THE LIMITED WARRANTY WITHOUT RECEIVING A VIDEO OR IMAGE SHOWING THE CLAIMED DEFECT FIRST.
In order to effectively help you get the repair or replacement part needed, you must do the following:
Submit a Product Issue Request by contacting our support team by Live Chat or email at [email protected] .Then, our engineering team will review it and get back to you within one business day.
If the engineering team determines the component is in fact defective and needs replacement, we will send you the replacement part and written/video instructions on how to repair or replace the component.
If you do not feel comfortable or do not have the time to do the repair yourself, you may use one of our repair centres (labour will be free of charge). However, the customer will be responsible for the shipping cost, taxes and obtaining a scooter box if not still in possession of it. Customers may also deliver the scooter to the repair centre themselves if desired. Contact us to identify the location centre nearest to you.
To be clear, if your scooter faces a manufacturing defect after 30 days or 10km (whichever comes first), Apollo will not replace the scooter with a new unit. Rest assured that Apollo will cover the parts and provide instructions to get this back to safe/riding condition, but replacing the entire unit will not be an option.
If your scooter does get replaced, note that the warranty coverage period does not get extended, but instead is carried over to the replacement unit and will end 1 year after the delivery of the original unit that was purchased.
THE SOLUTIONS ABOVE ARE APOLLO’S SOLE AND EXCLUSIVE REMEDIES FOR ANY MANUFACTURE CLAIM ON LIMITED WARRANTY. APOLLO IS NOT LIABLE FOR ANY DAMAGES OR LOSSES DURING THIS PROCESS, DIRECTLY OR INDIRECTLY.
Damage During Shipping:
Apollo offers the option to purchase Apollo Ship+ to cover the value of your scooter in transit (for lost and damaged scooters).
Please refer to the Apollo Ship+ policies here for more information on the details of the policy and how to submit a claim.
Apollo Protection Plan
Protection Plan Scope & Terms:
All Apollo Scooters ("scooters”) purchased directly from Apollo are covered by the Apollo Protection Plan against wear & tear issues for a period of two years (24 months), starting on the day the scooter is received by the customer. This protection plan coverage is only applicable in the following circumstances:
Apollo Protection Plan only covers the following components:
- Brake pads
- Inner tubes and tires
The components are free of charge, however the customer is responsible for the shipping charge of $20US or $25CAD (this is a standard fee which applies to most of North America, but it can be more for remote locations - contact our support team before purchase for more info)
Customers are limited to 2 inner tubes or tires per month and 2 brake pad sets every 500KM
The shipping fee is waived if a flat tire, tire defect or faulty brake pads are detected and reported in the first 30 days of receipt or first 10km of usage (whichever occurs first)
Only the original purchaser (name listed on the shipping address) is entitled to the limited warranty coverage which commences on the day the scooter is received by the customer. The protection plan period is terminated when the product exceeds the 24 month period, is resold or transferred to another individual (protection plan is by no means transferable under any circumstances)
Any Apollo scooter purchased from one our retail partners will not be eligible for the Apollo Protection Plan coverage